Complaint Review: AllState - Nationwide

My car was struck by an insured of All-State insurance on Wednesday January 11, 2017 at 9am. The person that struck my vehicle was wonderful and totally honest but her insurance company was lessthan honest. The same day I was told that I could use a car rental for the duration until I was notified of the completion of the repairs. After receiving several calls from diferent agents with several different claim numbers I realized that this would be an issue. The self same day my vehicle was towed to a collision center for evaluation and that is where the real trouble began. 

I suffered a terrible loss on Saturday January 14, 2017 when I found out that my neice was tragically killed in a random accident. I immediately called the rental car company and notified them that I may take the car out of the state for a funeral of which they had no problem. I tried to reach out to AllState but the one that I needed to speak to wasn't at work. So I waited until Monday. On Monday January 16, 2017 at 3:45pm I recieved aphone call from the AllState claims adjuster. He told me that my car would be a total loss. Strike number 1! I was also given a figure that was dramaticallylower than what I owed on the car. Strike number 2! I was also told by the claims adjuster "All State's policy is that your property must be cleaned out of the car in 24-48 hours after a total loss is determined. Additionally, you must return the rental car in 24/48 hours after the car is ruled a total loss as well." I asked the adjusted if I could have more time witht the rental because I have no vehicle to travel back and forth to work and that I had a funeral to attend. I was then asked if I could borrow a car or purchase a car in 24-48 hours. 

This presented an issue because: 1. I still owed a balance on this vehicle since it was purchased in May 2016 after the previous vehicle was deemed a total loss when I was struck by a driver that fled the accident scene. 2. I have GAP insurance that wouldn't go into effect until after I recieved all of the information form the total loss department. 3. I had yet to recieve any documentation from no one during this process. This was extremely frustrating because no one called me back after that Wednesday accident. I had to reach out to each agent several times in order to get an answer. I finally called their Customer Resolution Center and made a ormal complaint that I had recieved no follow-up, I had been treated with a lack of empathy and I seemed to be doing more leg work than anyone at AllState when MY proprty was the property that had been destroyed. I now have no car to get back and forth to work in and no rental to drive. I had to ask several times for my total loss paperwork and recieved attitudes. I even emailed the Total Loss Agent that is dealing with my case and his demeanor was one that seemed like I was bothering him. He emailed me pdfs and I responded back with the things that he asked for but with no response in almost 24 hours. 

I am planning to leave tomorrow Friday January 20, 2017 to help bury my niece on the following day. I am scheduled to return on Tuesday January 24, 2017 to no car, no answer and no help. My insurance company, GEICO, is offering to go through the entire process for me but I have to pay my deductabe which is $500. I am in a tight position because AllState is telling me that theit policy is that the Rental must be returned 24-48 hours after a total loss has been declaired, however the aformentioned agent told me that isn't an AllState policy but a state mandate. When I mentioned this to my insurance company they said that they have NEVER heard of this policy. I then called an AllState Insurance agent and asked her if this was true and she said that she never heard of anything like that plus she called another insurance company for me and asked this question with the same result. Never heard of this! Either someone is mistaken or someone is being very dishonest and trying to save a buck at my expense. Help me!